Social Media User Satisfaction-Theory Development and Research Findings

Journal of Internet Commerce

Volumn 12, Issue 2, 2013, Pages 195-224

  Rauniar, Rupak ^a   Rawski, Greg ^b   Johnson, Ben ^b   Yang, Jie ^a  

^a UNIVERSITY OF HOUSTON VICTORIA   (United States)

^b UNIVERSITY OF EVANSVILLE   (United States)

Author keywords

Facebook; social media; user satisfaction

Indexed keywords

EID: 84883522925     PISSN: 15332861     EISSN: 1533287X     Source Type: Journal    
DOI: 10.1080/15332861.2013.817864     Document Type: Article

References (81)

1. Ajzen, I. 1991. The theory of planned behavior. Organizational Behavior and Human Decision Processes 50: 179 - 211.
2. Ajzen, I., and M. Fishbein. 1980. Understanding attitude and predicting social behavior. Edgewood Cliffs, NJ: Prentice-Hall.
3. Arbuckle, J. L. 2003. Amos 5.0 to the Amos user's guide. Chicago: Small-Waters Corp.
4. Bailey, J. E., and S. W. Pearson. 1983. Development of a tool for measuring and analyzing computer user satisfaction. Management Science 29 (5): 530 - 545.
5. Bandura, A. 1977. Self-Efficacy: Towards a unifying theory of behavioural change. Psychological Review 84 (2): 191 - 215.
6. Baroudi, J. J., M. H. Olson, and B. Ives. 1986. An empirical study of the impact of user involvement on system usage and information satisfaction. Communications of the ACM 29 (3): 232 - 238.
7. Benson, D. H. 1983. A field study of end-user computing: Findings and issues. MIS Quarterly 7 (4): 35 - 45.
8. Bentler, P. M. 1993. EQS: Structural equations program manual. Los Angeles, CA: BMDP Statistical Software.
9. Bollen, K. A. 1989. Structural equations with latent variables. New York: Wiley.
10. Bosman, J., and K. Renckstorf. 1996. Information needs: Problems, interests and consumption. In Media use as social action: A European approach to audience studies, ed. K. Renckstorf, D. McQuail and N. Jankowski, 42 - 52. UK: John Libbey & Company.
11. Boyd, D. M., and N. B. Ellison. 2007. Social network sites: Definition, history, and scholarship. Journal of Computer-Mediated Communication 13: 210 - 230.
12. Brethower, D. M. 1995. Specifying a human performance technology knowledgebase. Performance Improvement Quarterly 8 (2): 17 - 39.
13. Byrne, M. B. 2001. Structural equation modeling with Amos. Mahwah, NJ: LEA.
14. Carmichael, M. 2011. The demographics of social media. May 16. http://adage.com/article/adagestat/demographics-facebook-linkedin-myspace-twitter/227569/.
15. Daft, R. L., and R. H. Lengel. 1986. Organizational information requirements, media richness and structural design. Management Science 32 (5): 554 - 571.
16. Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly 13 (3): 319 - 340.
17. DeLone, W. H., and E. R. McLean. 1992. Information systems success: The quest for the dependent variable. Information Systems Research 3 (1): 60 - 95.
18. Dhar, R., and K. Wertenbroch. 2000. Consumer choice between hedonic and utilitarian goods. Journal of Marketing Research 38: 60 - 71.
19. Dillon, W., and M. Goldstein. 1985. Multivariate analysis: Methods and applications. Wiley Series in Probability and Statistics. Hoboken, NJ: Wiley.
20. Doll, W. J., and G. Torkzadeh. 1988. The measurement of end-user computing satisfaction. MIS Quarterly 12 (2): 258 - 274.
21. Dwyer, C., S. R. Hiltz, and K. Passerini. 2007. Trust and privacy concern within social networking sites: A comparison of Facebook and MySpace. Proceedings of AMCIS 2007, Keystone, CO.
22. Ellison, N. B., C. Steinfield, and C. Lampe. 2007. The benefits of Facebook "friends": Social capital and college students use of online social network sites. Journal of Computer-Mediated Communication 12 (4): 1143 - 1168.
23. Facebook. 2011. Statistics. http://www.facebook.com/press/info.php?statistics.
24. Ford Motor Company. 2011. 2012 Ford Fiesta sedan and hatchback: It's a pretty big deal. http://www.fiestamovement.com.
25. Fornell, C., and D. F. Larcker. 1981. Evaluating structural equation models with unobservable variables and measurement errors. Journal of Marketing Research 18: 39 - 50.
26. Gelderman, M. 1998. The relation between user satisfaction and usage of information systems and performance. Information and Management 34: 11 - 18.
27. George, A. 2006. Living online: The end of privacy? New Scientist, 2569. September 18. http://www.newscientist.com/channel/tech/mg19125691.700-living-online-the-end-of-privacy.html (accessed August 29, 2007).
28. Gerbing, D. W., and J. C. Anderson. 1988. An updated paradigm for scale development incorporating unidimensionality and its assessment. Journal of Marketing Research 25: 186 - 192.
29. Goffman, E. 1956. The presentation of self in everyday life. Edinburgh: University of Edinburgh.
30. Gross, R., and A. Acquisti. 2005. Information revelation and privacy in online social networks. Proceedings of WPES'05, 71 - 80, Alexandria, VA.
31. Haythornthwaite, C. 2005. Social networks and Internet connectivity effects. Information, Communication, & Society 8 (2): 125 - 147.
32. Haythornthwaite, C., B. Wellman, and L. Garton. 1998. Work and communication via computer-mediated communications. In Psychology and the Internet: Intrapersonal, interpersonal, and transpersonal implications, ed. J. Gackenbach, 199 - 226. San Diego, CA: Academic Press.
33. Hubspot, Inc. 2011. The social media data stacks: A research collection for marketers. http://www.hubspot.com/Portals/53/docs/marketingcharts-social-media-data-stacks-pdf.pdf.
34. Hernandez, J. M. C., and J. A. Mazzon. 2007. Adoption of Internet banking: Proposition and implementation of an integrated methodology approach. International Journal of Bank Marketing 25 (2): 72 - 88.
35. Hiatt, J. 1998. The perfect change. Loveland, CO: Prosci Research.
36. Hirschman, E., and M. Holbrook. 1982. Hedonic consumption: Emerging concepts, methods and propositions. Journal of Marketing 46 (3): 92 - 101.
37. Hsu, S. H., F. L. Lee, and M. C. Wu. 2005. Designing action games for appealing to buyers. Cyberpsychology & Behavior 8 (6): 585 - 591.
38. Hsu, W. H., J. Lancaster, M. S. R. Paradesi, and T. Weninger. 2007. Structural link analysis from user profiles and friends networks: A feature construction approach. Proceedings of ICWSM-2007, 75-80, Boulder, CO.
39. Igbaria, M. 1990. End-user computing effectiveness: A structural equation model. Omega 18 (6): 637 - 652.
40. Ives, B., M. H. Olson, and J. J. Baroudi. 1983. The measurement of user information satisfaction. Communications of the ACM 26 (10): 785 - 793.
41. Jagatic, T., N. Johnson, M. Jakobsson, and F. Menczer. 2007. Social phishing. Communications of the ACM 5 (10): 94-100.
42. Kamata, A., A. Turhan, and E. Darandari. 2003. Estimating reliability for multidimensional composite scale scores. Paper presented at the annual meeting of American Educational Research Association, April, Chicago.
43. Katerattanakul, P. 2002. Framework of effective website design for business-to-consumer Internet commerce. INFOR 40 (1): 57 - 69.
44. Kornblum, J., and M. B. Marklein. 2006. What you say online could haunt you. USA Today. http://www.usatoday.com/tech/news/internetprivacy/2006-03-08-facebook-myspace_x.htm (retrieved August 29, 2007).
45. Lampe, C., N. Ellison, and C. Steinfield. 2006. A Face(book) in the crowd: Social searching vs. social browsing. Proceedings of CSCW-2006, 167-170, Alberta, Canada.
46. Lanham, R. A. 2003. Analyzing prose., 2nd ed. New York: Bloomsbury Academic.
47. Lewin, K. 1943. Defining the "field at a given time." Psychological Review 50: 292 - 310. Republished in Resolving social conflicts & field theory in social science, Washington, DC: American Psychological Association, 1997.
48. Lohse, G., and P. Spiller. 1998. Electronic shopping. Communications of the ACM 41 (7): 81 - 87.
49. Madden, M. 2010. Older adults and social media. Pew Internet and American Life Project. http://pewinternet.org/Reports/2010/Older-Adults-and-Social-Media.aspx
50. Madu, C. N., and A. Madu. 2002. Dimensions of e-quality. International Journal of Quality & Reliability Management 19 (3): 246 - 258.
51. McKinney, V., K. Yoon, and F. M. Zahedi. 2002. The measurement of web-customer satisfaction: An expectation and disconfirmation approach. Information Systems Research 13 (3): 296 - 315.
52. Molla, A., and P. S. Licker. 2001. E-commerce systems success: An attempt to extend and respecify the DeLone and McLean model of IS success. Journal of Electronic Commerce Research 2 (4): 1 - 11.
53. Nielsen, J. 1993. Usability engineering. Boston: Academic Press.
54. O'Reilly, T. September 30, 2005. What is web 2.0: Design patterns and business models for the next generation of software. http://www.oreillynet.com/pub/a/oreilly/tim/news/2005/09/30/what-is-web-20.html (retrieved July 15, 2007).
55. Palmer, J. W. 2002. Web site usability, design, and performance metrics. Information Systems Research 13 (2): 151 - 167.
56. Preece, J., Y. Rogers, and H. Sharp. 2002. Interaction design: Beyond human computer interaction. New York: John Wiley & Sons.
57. Quintana, S. M., and S. E. Maxwell. 1999. Implications of recent developments in structural equation modeling for counseling psychology. The Counseling Psychologist 27: 485 - 527.
58. Rauniar, R., G. Rawski, G. Crumbly, and J. Simms. 2009. C2C online auction website performance: Buyer's perspective. Journal of Electronic Research 10 (2): 56 - 75.
59. Reed, D. 1999. Weapon of math destruction. Context Magazine, Spring. (archived at www.reed.com)
60. Renckstorf, K., D. McQuail, J. Rosenbaum, and G. Schaap. 2004. Action theory and communication research: Recent developments in Europe. New York: Mouton de Gruyter.
61. Rogers, E. M. 1962. Diffusion of innovations. New York: Free Press.
62. Ross, K. E. 1969. On death and dying. New York: MacMillan Publishing Company.
63. Schumacker, R. E., and R. G. Lomax. 2004. A beginner's guide to structural equation modeling., 2nd ed. Mahwah, NJ: Lawrence Erlbaum Associates.
64. Segars, A. 1997. Assessing the unidimensionality of measurement: A paradigm and illustration within the context of information systems research. Omega 25 (1): 107.
65. Smith, H., S. Milberg, and S. Burke. 1996. Information privacy: Measuring individuals' concerns about organizational practices. MIS Quarterly 20 (2): 167 - 196.
66. Somers, T. M., K. G. Nelson, and J. Karimi. 2003. Confirmatory factor analysis of the end-user computing satisfaction instrument: Replication within an ERP domain. Decision Sciences 34 (3): 595 - 621.
67. Spangenberg, E. R., K. E. Voss, and A. E. Crowley. 1997. Measuring the hedonic and utilitarian dimensions of attitude: A generally applicable scale. Advances in Consumer Research 24: 235 - 241.
68. Stephenson, W. 1967. The play theory of mass communication. Chicago: University of Chicago Press.
69. Strahilevitz, M., and G. Loewenstein. 1998. The effect of ownership history on the valuation of objects. Journal of Consumer Research 25 (3): 276 - 289.
70. Telzrow, M., B. Meyer, and H. Lenz. 2007. Multichannel consumer perceptions. Journal of Electronic Commerce Research 8 (1): 18 - 31.
71. Tufte, E. R. 1990. Envisioning information., 2nd ed. Cheshire, CT: Graphics Press.
72. Ullman, J. B. 2001. Structural equation modeling. In Using multivariate statistics, 4th ed., ed. B. G. Tabachnick and L. S. Fidell, 653 - 771. Needham Heights, MA: Allyn & Bacon.
73. Vallerand, R., M. Fortier, and F. Guay. 1997. Self-determination and persistence in a real-life setting: Toward a motivational model of high school dropout. Journal of Personality and Social Psychology 72 (5): 1161 - 1176.
74. Van der Heijden, H. 2004. User acceptance of hedonic information systems. MIS Quarterly 28 (4): 695 - 704.
75. Van der Meij, H., and J. M. Carroll. 1998. Principles of heuristics for designing minimalist instruction. In Minimalism beyond the Nurnberg Funnel, ed. J. M. Carroll, 19-54. Cambridge, MA: MIT Press.
76. Venkatraman, N. 1989. Strategic orientation of business enterprises: The construct, dimensionality & measurement. Management Science 35: 942 - 962.
77. Voss, K., E. Spangenberg, and B. Grohmann. 2003. Measuring the hedonic and utilitarian dimensions of consumer attitude. Journal of Marketing Research 40 (3): 310 - 320.
78. Walther, J. B. 1996. Computer-mediated communication: Impersonal, interpersonal and hyperpersonal interaction. Communication Research 23: 3 - 43.
79. Walther, J., B. Van Der Heide, S. Kim, D. Westerman, and S. Tong. 2008. The role of friends' appearance and behavior on evaluations of individuals on Facebook: Are we known by the company we keep? Human Communication Research 34 (1): 28 - 49.
80. Zeithaml, V. A., A. Parasuraman, and A. Malhotra. 2002. An empirical examination of the service quality-value loyalty chain in an electronic channel. Working paper. University of North Carolina, Chapel Hill.
81. Zipf, G. 1949. Human behavior and the principle of least effort: An introduction to human ecology. New York: Addison-Wesley.